Seoul, South Korea
As the Head of Consulting at AB180, a leading martech SaaS company in Korea, I lead the consulting team to help clients unlock growth through data-driven marketing, lifecycle automation, and personalized CRM strategies. Since launching the team, I’ve collaborated with clients across industries to implement scalable solutions using tools like Amplitude, Braze, and Airbridge. Previously, as Head of Operations in the Customer Success Division, I led KPI design and management to improve solution adoption and engagement across 500+ clients. I also introduced a knowledge management system that enhanced operational efficiency by streamlining internal workflows. With a strong foundation in customer success operations and cross-functional collaboration, I bring both strategic insight and executional rigor to every project. I’m passionate about creating measurable business impact by aligning data, technology, and customer experience.
• Manage a team of 20+ customer success managers who provide onboarding, training, support, and strategic guidance to over 500+ clients across various industries. • Implement customer success initiatives such as onboarding milestones, quarterly business reviews, and solution usage monitoring; and standardize processes to establish and maintain strategic relationships with key clients. • Provide customized guidance on data planning and constructing data pipelines based on a solid understanding of SDKs, APIs, and martech solutions. • Research clients and analyze customer usage data to identify opportunities for upselling, cross-selling, and referrals.
• Support clients' onboarding process for various marketing solutions such as Airbridge (MTA attribution solution), Amplitude (product analytics), and Braze (customer engagement platform) • Conduct solutions training and consulting sessions designed for customer success • Provide customized guidance on data planning and constructing data pipelines based on a solid understanding of SDKs, APIs, and martech solutions. • Build strong relationships with clients through ongoing solution support • Participate in product improvement of each martech solution by sharing customer feedback
• Identified growth opportunities for performance marketing campaigns (SEM, social media ads, and affiliates) and executed A/B testing to optimize conversion rates. • Managed performance marketing channels to achieve clients’ user acquisition goals by planning monthly media mix and monitoring KPIs such as ROAS, CPA, and CVR. • Negotiated with partner channels (Naver Webtoon, Cashslide, Kakao Page, etc.) to meet the client’s CPA target and to customize the data dashboard. • Collaborated with graphic designers to develop image and video creatives.
• Led the implementation of a new sales representative online training website, and acted as a liaison between agencies, sales management, and the global team. • Executed Indirect Channel Sales promotions which consider behavioral elements and business management strategy, resulting in a 52% of sales volume increase and 10% increase in new account sales. • Encouraged distributors to use ERP system by running a rewards program and reporting areas for improvements. • Participated in monthly franchise workshop sales team meeting and communicated as a project manager between multiple departments and distributors. • Processed invoices and expense reports, tracked marketing budgets, negotiated with vendors, managed label and carton design process, scheduled meetings and events, prepared PowerPoint slides, updated website contents and social media posts, created marketing materials, and provided other administrative and organizational assistance.
• Examined the existing positioning strategy of Oppa Sushi, a Korean-Japanese fusion restaurant and provided marketing strategies that can enhance its sales and brand equity. • Created story boards and video ads to participate in 37th and 38th Cheil Idea Festival Marketing Contest. • Organized fundraising events and Dokdo Day Campaigns to raise awareness of Korea’s sovereignty over Dokdo.
• Analyzed key email marketing metrics and improved the open rate from 6% to 32% by recommending changes to senior management. • Proofread blurbs from product and marketing communications team, and developed bi-weekly and monthly marketing newsletters, using IBM Marketing Cloud and HTML. • Tested a new website for better user experience and managed contents on Adobe Experience Manager. • Developed a marketing communications portfolio for the VP of Marketing, and updated marketing materials, including product brochures, sales team bios, and web banners.